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4. Semester > Leadership and service management > Flashcards

Leadership and service management Flashcards

1
Q

The leader’s job is to what?

A
  • to motivate
  • Be decisive
  • Delegate tasks
  • Adjust behavior
  • Make people grow
  • Handle succes and failure
  • Solve conflicts
  • Be focal point of external communication.
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2
Q

How does a leader motivate?

A

By not talking about goals, but about the joys we get from achieving them, and point everybody in the direction of success.

By making sure employees understand that their job and work make sense.

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3
Q

How is a leader decisive?

A

Collection information about events triggering the need for a decision.

Understanding the problem.

Make decisions.

Communicate decisions.

Stick to decisions.

Make sure the chosen decision is transformed into action.

Acknowledge the possibility of mistakes.

Modify the decision if necessary

All the above should be in a pace that is suitable for the situation.

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4
Q

What’s the five steps of delegation of tasks?

A
  • Define

Define the task

  • Explain

Explain the task and delegate authority, responsibility and accountability.

  • Contract

create contract

  • Monitor

Monitor task (or participate)

  • Follow up

Debriefing and asses if the task is done or not.

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5
Q

How does a leader adjust behavior?

A
  • Being a role model
  • No double standards
  • Explain, enforce and be loyal to company rules and policies
  • Stick to values. Both genereally accepted values and company culture values.
  • Be kind AND brutal if necessary.
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6
Q

How does a leader make people grow?

A
  • Use fewer and better people.
  • The unit employee does not exist, every person is different.
  • Persons that never tries something hard or difficult do not develop.
  • Every task has a learning component that develop employees skills and development.
  • All project activities are teambuilding.
  • Take responsibility for improving team members skills and career potential.
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7
Q

How does a leader handle succes?

A
  • Make sure that everybody in the team understand that their part of the succes is appreciated.
  • After success climate for learning is good.
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8
Q

How does a leader handle failure?

A
  • Provide an optimistic perspective on the future.
  • Focus more on learning than blaming.
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9
Q

Hoe does a leader solve conflict?

A
  • Don’t create unnecessary conflicts.
  • Understand perspectives from all parties involved.
  • Be fair.
  • Explain.
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10
Q

How is a leader focal point of external communication?

A
  • Representative

Able to sell, negotiate and impress in a way that brings benefits to the team and make team proud.

  • Acquire, filter and pass on information and high-level decisions on the team
  • Make special effort made by the team and individual team members visual to external parties..
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11
Q

What are the 3 decision styles?

A
  1. Decision based on values

The decision is consistent with common values, company values, company mission, company strategy.

  1. Decision based on business rationale

The decision is taken to support business continuity, improve profits, solve task better etc.

  1. Decision based on bargaining power

Decision is taken to improve bargaining power (or to profit from a string bargaining power) for the person or the organization.

A decision can be a mix of 2 styles or a bit of all 3.

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12
Q

What makes a project complex?

A
  • Many stakeholders
  • Complicated technologies
  • Many business rules
  • Global impact
  • Similar projects running in parallel.
  • Unclear or changing project goals
  • Incompetent organizations
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13
Q

How can you avoid complex projects fail?

A
  • Avoid complex and critical projects entirely.
  • Get more professional and more experienced project team members.
  • Use top management with power to resolve disagreement in favor of the project.
  • Make sure the leadership part of project management is done well by insist on values like quality, communication. The leader should follow the 7 jobs of the leader.
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14
Q

What is a service?

A

A service is a way of delivering value to a customer by facilitating the expected outcome.

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15
Q

What is service management?

A

How a company successfully provides a service for their customers.

How the service is designed and managed, including strategies and consistency of decisions, leadership and behavior.

Some businesses use IT to support a better customer experience like IT supported service design and management.

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16
Q

What is service design?

A

How the customer experience is designed.
Like:

  • UX
  • Touch-points
  • Customer journey
  • Design thinking applied to service.
17
Q

What is a generic service?

A

A generic service is one that is not specific to a particular industry and can be customized to meet the needs of different customers or clients. Examples of generic services are:

  • Repair and maintenance
  • Training and coaching
  • Buy & Sell
  • Advice and education
  • Entertainment
  • Transport
  • Rental
  • Design

It usually makes sense to combine multiple generic services, and it can also involve multiple customer groups.

18
Q

What is customer retention rate and why is it important for profitability?

A

Customer retentions rate is a measure of how well a company is able to keep their existing customers. A high retention rate usually means customers are loyal, satisfied and are likely to recommend the business.

Retention rate is important for profitability because it’s usually op to 5 times more expensive to acquire a new customer compared to keep an old one.

19
Q

How is customer retention rate calculated?

A

CE - CN / CS

CE = Number of customers at end of period.

CN = Number of new customers acquired during period.

CS = Number of customers at start of period.

20
Q

What is staff turnover and why is important for profitability?

A

It’s a measure of how many employees leave an organization where a low rate indicates few employees leave an organization.

It’s costly and time-consuming to hire and train employees. So a high turnover is expensive, time-consuming and can disrupt operations due to less experienced employees which can hurt customer retention rate.

21
Q

How is staff turnover calculated?

A

EL / (ES + EE)/ 2

EL = Number of employees who left during the year

ES = Number of employees at the beginning of the year

EE = Number of employees at the end of the year

Average number of employees = (ES+EE) / 2

22
Q

What is a strategic service vision and the four main four elements in the service vision?

A

A strategic service vision is a long-term plan for the development and evolution of a service or organization. It outlines the desired future state of the service and the steps that need to be taken to get there.

It consists of identification of:

  • A target market segment.
  • Development of a service concept to address targeted customers’ needs.
  • Codification of an operating strategy to support the service concept.
  • Design of a service delivery system to support the operating strategy.
23
Q

What does the target segment in a strategic service vision consist of?

A
  1. Customer
  2. Employee

Who will buy your services? And which type of employee should they meet in the process?

What are common characteristics of important market segments/employee groups?

How can these groups be described?

Demographic and psychographic.

24
Q

What is the service concept in a strategic service vision?

A

It’s the results produced for both customers, employees and company.

How do you maximize the difference between the customers perceived value of a service and the cost to provide it?

How do give employees self-respect, development, satisfaction etc.?

How should the service be designed, delivered and marketed?

25
Q

What is the operating strategy in a strategic service vision

A

An operating strategy supports the service concept.

It outlines specific tactics and actions that will achieve the objectives of the service.

Which results will be expected in terms of:

  • Quality of service
  • Cost profile - Productivity
  • Morale
  • Loyalty of servers.

What are the key elements of the strategy?

  • Key processes
  • Financing
  • Marketing
  • Operations

How does the employees take part and benefit from it?

26
Q

What is the service delivery system in a strategic service vision?

A

A service delivery system supports the operating strategy.

Roles of key assets (people, technology, equipment, processes/systems)

How do the system provide:

  • Quality
  • Differentiation
  • Barriers against competitor
27
Q

What are the 3 integrative elements that connects the 4 core elements in a strategic service vision?

A

Positioning

Value-cost leveraging

Operating strategy service system integration.

28
Q

What is positioning in a strategic service vision?

A

Positioning is the integration between the target group and service concept.

How is there a match with the target groups and the service concept?

29
Q

What is value-cost leveraging in a strategic service vision?

A

Value-cost leveraging is the integration between service concept and operating strategy.

How does the operating strategy work so the service concept bring value higher than cost for customer?

30
Q

What is the operating strategy service system integration in a strategic service vision?

A

It’s the integration between the operating strategy and delivery system.

Can the service delivery system serve important target employee groups, so they can perform according to the needs of the operating strategy?

How does the combination of the two ensure:

  • High quality
  • Productivity
  • Low cost
  • Moral and bonding among employees

4. Semester (5 decks)

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